Best Buy Tyler

I had an issue with the online service, and their phone customer service. But once o got to the store, Jennifer was excellent, and did everything she could to make it right. I would go back, solely because of my encounter with this amazing person.

Employees seem knowledgeable, and have always been friendly. Has a wide variety of products, and usually have what I need. Pricing is pretty decent, and has become very competitive to other companies.

I stopped in the store about noon on Black Friday to pick up an online order. As expected the store was slammed. A couple of lines were formed from a counter area that stretched 3/4 back into the main store. The scene appeared chaotic in spite of the lines. I couldn't determine where to go to pick up my order so I stepped up to a man (the one in the photo) who was not helping anyone, that I could see even though he was starring at a computer monitor, to ask him a question. He didn't look up so I leaned in and said, "I just have a question." Sorry, I didn't get his name. He shook his head back and forth in seeming disaproval while directing me to ask, "the lady" at the front counter. I said, where is the front counter? He said, "at the back of the line." I asked, which line? He did not answer. I went to the back of a line. I started talking to other customers in line who were equally confused as me. Not even a store employee wandering the isles knew the answer to several people with the same question; where to pick up an online order. The Store Pickup line had people standing to purchase a product they had in their hands. One reason for the confusion. We all stood for five minutes or so and the Store Pickup line suddenly became a lot shorter. Apparently there were a lot of customers holding items they wanted to purchase who had moved over to another line. I finally made it to the counter where I asked Brandon, the assistant manager, what "that guys" name is, as I pointed to him behind an adjacent counter. Brandon said, I'm sorry sir, I saw the entire interaction. I'll take care of it. Brandon was polite, apologetic, friendly, and eager to help. He represents the epitome of what customer service should be. I know what customer service should be because I was the manager of corporate or enterprise escalation department at Dell many years ago. Customer service is not rocket science. Brandon finished helping me and I walked over to where "that guy" was standing to take his photo to post here. He obviously knew he screwed up and that I was about to take his photo because he pulled his head up from the monitor and started smiling and waving so I would not catch his scornful frown and overtly nasty and extremely disrespectful demeanor. So that smiling face you see in this pic is obviously a well rehearsed mask to hide his unhappiness. I commented to Brandon that this very rude and unhelpful person needs to find another job that does not involve interacting with people or animals. Brandon did not respond other than glance over at his coworker. I was mildy confident he may bring the unjustified interaction with his manager to someone higher up the chain of command. But I was not certain, which is why I posted this review. I know it was very busy and employees were hustling in the midst of the overwhelming crowd. But even when I had to respond to 300 emails a day and deal with irate corporate execs I was always able to identify with my clients and respond to them in a manner that was respectful and helpful. I don't want this man to loose his job. But I do advocate his isolation to a non customer facing position. But then, Best Buy is not as customer centric as they could be after the sale. I've interacted with other employees at Best Buy in Austin that could be characterized with the likes of a junkyard dog. Just like this guy here. It appears to be a cultural issue with this company. Almost as if they condone the behavior. It's so much easier to be nice, friendly, and helpful than it is to behave the way this guy did today. It's not only good customer service, but it's a kindness to yourself. I'm in town visiting my 92 year old Dad for Thanksgiving. I purchased the wireless headset from Best Buy, as opposed to ordering online and wait for shipping, so he can hear movies he likes to watch sooner rather than later while he can. I wanted to get him set up before I go home over the weekend. Anyway, that's my story and I'll stick with it, because it's the truth.

I brought an Apple Watch in for service call on Nov 18th. I was told that it would take 3 to 4 days to get it back. Today is the 24th. I could not find any information on the repair on line or at Apple .com. I called this store and was given a song and dance about the repair. In other words their customer creditable doesn’t matter to them. At this point I don’t know where my watch is or when I’ll get it back. I live in Winnsboro and it’s quite a trek to get to the store. Now I’m supposed to get a call from an Apple technician. I am not holding my breath.